Abstract
Online hotel reservation is widely used for planning travel today. Users of reservation usually refer to the hotel reviews before making their reservations. Numerical evaluation and an impression comment exist in the hotel review. In the case of popular hotels, the number of reviews can become very high, and all numerical evaluations can be fixed at high scores. Therefore, understanding the characteristics of the accommodations is difficult. Numerical evaluation criteria and impression comments are unrelated items. In this study, we analysed the features of the hotel associated with hotel review impression comments and numerical evaluations. We have presented a feature extraction approach for numerical evaluation criteria that are difficult to understand solely from numerical evaluation scores using characteristic expressions of impression comments found in online hotel reviews. And after extracting characteristic expressions from impression comments with text mining, we classified such expressions as positive or negative assessments of the numerical evaluation criteria. As a result, important evaluation criteria can be identified by analysing impression comments from reviews in which numerical evaluation items are scored equally. In addition, by analysing the characteristic expressions extracted from impression comments from reviews in which numerical evaluation of only one item differed, we can identify the reasons for the different scores.
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